Voice over internet call center integration
US7269160B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | May 26, 2000 |
| Grant date | Sep 11, 2007 |
| Priority date | — |
| Expiry date | May 26, 2020 |
Classification
- Technology area (CPC Y)Emerging Cross-Sectional Technologies
- CPC primaryY10S379/90
- WIPO fieldTelecommunications
- WIPO sectorElectrical engineering
Abstract
A telephony server, comprising an application program executing under an operating system, communicating directly with telephony hardware to implement telephony system control, having an application programming interface including a call to an external program also executing under the operating system, the application program supporting a plurality of instances of the external programs simultaneously, each external program implementing call handling logic for at least one voice communications channel. The application program may communicate with a Web server, wherein said server proactively communicates with the user in dependence on an automated analysis of a status of a user's shopping cart, representing items of interest having an unconcluded transaction status, requesting establishment of an interactive voice communication session.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.